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FAQs
If you have any concerns or questions, they might have already been answered below. If you just can't find an answer to your situation, please feel free to contact us and we will gladly answer your email.
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How long will it take to get my items delivered to me?
Since we are a small operation, although we do carry some items in stock, most all of our items are custom built made-to-order once we receive your order request through our processing center. Typically, our turnaround time averages between 2-3 weeks so please plan accordingly if you need items by a specific date. On each of our product pages we will provide information letting you know if the item is 'in stock' or 'made to order'. We will also have information on each page telling you the expected timeframe due to complexity as it pertains to that item to allievate any confusion.
The glass on my order arrived damaged. How can I get it replaced?
Please contact us immediately as we will be more than happy to correct this situation.
Will my order include any sales tax?
No, not unless you reside in Colorado. The Sales Tax is 7.4% which will be applied and calculated on your order at the time of checkout. This is required by the state of Colorado, but all other states are tax exempt.
What types of wood are available?
We construct our products from three main and common hardwoods. They are Cherry, Oak and Walnut. On occasion we will use Maple and Birch. All of our woods are without any chemical treatments.
What material backing is used in the shadow box?
We use a foam core backing which is then covered with a velvet color of your choice.
What are the standard coverings offered on your flag cases and shadow boxes? Are they provided?
Yes, they are provided. You have a choice of either since we use both glass and high quality acrylic to cover the cases and boxes. Due to the complexity of certain geometric shaped cases and boxes, no choice will be given but high quality acrylic will be used.
What type of stains and finishes do you use?
Since there are so many different stain color variations on the market, we do not stain our items. However, we do complete all of our products with a clear finish which adds luster and enhances the natural markings of the woods. Although on some very specific items, in order to increase the contrast of grooved and engraved areas on the finished product, we will use a complementary color stain based on your wood selection.
I am trying to match wood colors in my home and would like to stain an item myself. Can I order an item unfinished?
Yes, we will be happy to honor this request. Once you complete the checkout process and receive an email confirmation with your order number, give us a call and let us know that you prefer to have an item completed without any finishes.
Why is my cherry wood item so light? I expected it to be quite darker.
One of the natural behaviors of cherry is to darken over time. If you want to darken your item, place it in a location that receives quite a bit of natural sunlight.
Why is my cherry wood item changing color and getting darker?
One of the natural behaviors of cherry is to darken over time. If you do not want to darken your item, keep the item in a location that does not receive a lot of natural sunlight.
Are flags supplied with your display and shadow boxes?
Sorry, we do not supply flags with any of our products.
What are the differences between ceremonial and casket flags?
Ceremonial flags typically measure 3 feet X 5 feet and can be made of cotton or nylon. Casket flags typically measure 5 feet X 9 feet and are almost always made of cotton. Nylon flags, regardless of size, are always thinner when compared to cotton flags. Please keep this in mind when you place your order as well as carefully read the product description as it will identify the type of flag it will accommodate.
Will your flag cases and/or shadow boxes accommodate both ceremonial and casket flags?
Yes, our cases and boxes can be ordered to fit either.
Do you ship to APO/FPO addresses?
Yes. We ship to all APO/FPO addresses.
Do you ship to international locations?
Unfortunately at this time, we do not unless it is to an APO/FPO address. However, we are looking into shipping internationally and will update our website with more infomation when this becomes available.
Why are your shipping charges so expensive on certain items?
We base all of our shipping charges on the packaged weight of the item since hardwoods are naturally quite heavy. We also try our best to secure and properly wrap items to ensure a successful delivery.
How will my item(s) be shipped?
We use UPS on most of our orders since they are insured and provide tracking numbers.
Are there any fees associated with special/custom orders and requests?
Yes. Custom made items will be priced according to the complexity of the request. In addition, there is a standard non-refundable special/custom order set-up fee of $45.00. This fee is used to evaluate your request and design images that we will send to you via email to obtain approval before we start your project as well as a final price. Once you provide approval and we receive your payment, we will begin production of your item. Please keep in mind that you are under no obligation to place an order if you are not completely satisfied with the proposed design that we email to you.
Can I contact you to discuss custom items and/or ordering in bulk quantity?
Absolutely. Phone numbers, along with email contact information can be found on our home page. You can also contact us using our direct link.
What types of payment do you accept?
All of our credit card processing is done through PayPal. We accept MasterCard, Visa, American Express, Discover and Bank eChecks. We do not accept personal checks, money orders or cash.
Is my credit card and personal information safe on your site?
Absolutely. As all of our payments are processed through PayPal, there is also a second layer of protection offered to protest your personal information. You will see the VeriSign Secured® Seal when you continue on to our checkout processing segment. The VeriSign Secured® Seal is the most trusted symbol of security on the web. When you see the VeriSign Secured® Seal on a web page and verify its authenticity, you can feel more confident that your information is well protected, using state-of-the-art Secure Sockets Layer (SSL) technology from VeriSign. SSL establishes an encrypted communication channel to help prevent the interception of critical information when transmitted over the Internet. In plain English, SSL makes your information practically unreadable. So, if you submit sensitive information to a website - like your credit card number, contact information, etc. - and a hacker intercepts it, the information is not readable.
Do you offer a refund if I am unsatisfied with an item?
Customer satisfaction is our primary concern. Refunds are not available on custom/special order items and associated set-up fees. However, we do issue refunds on items that are carried on a regular basis. The refundable amount will be the purchase price of the item (including any applicable taxes) less any shipping & handling charges. Also, the customer will be responsible for the return shipping charge which is also not refundable. Please see this follow-on FAQ (directly below) for more details in completing a hassle-free return.
If I am unhappy with an item that was ordered, how do I get it back to you to obtain a refund?
We accept returns for merchandise within 30 days for products that are unused and in the same condition that we sent it in. Please follow these instructions for a hassle-free return.
- Please contact us first as we will need to assign a Return Material Authorization (RMA) Number. Make sure you select the 'Need To Return Item/Get RMA' option.
- Indicate the order number from your invoice and the product number(s) for the merchandise you wish to send back.
- Immediately send us the merchandise after you have received your return authorization number to the return mailing address provided. Please be sure to send back the merchandise right away, as each return material authorization expires ten (10) calendar days after issue and a new one will not be reissued.
- We process refunds within ten (10) business days of receiving the merchandise.
***Please remember that postage from the original order is not refundable. No refunds or credits will be made toward the cost of postage for the returned merchandise postage back to us.***
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11270 Cranston Drive, Peyton CO, 80831-6844
(719) 358-1912
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